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Question No.111
What guidance does ITIL give on the frequency of production of service reporting?
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Service reporting intervals must be defined and agreed with the customers
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Reporting intervals should be set by the service provider
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Reports should be produced weekly
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Service reporting intervals must be the same for all services
Correct Answer: A
Question No.112
Which of these should a change model include?
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The steps that should be taken to handle the change
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Responsibilities; who should do what, including escalation
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Timescales and thresholds for completion of the actions
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Complaints procedures
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1, 2 and 3 only
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All of the above
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1 and 3 only
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2 and 4 only
Correct Answer: A
Question No.113
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
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Service level management
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Problem management
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Change management
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Event management
Correct Answer: B
Question No.114
The remediation plan should be evaluated at what point in the change lifecycle?
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Before the change is approved
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Immediately after the change has failed and needs to be backed out
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After implementation but before the post implementation review
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After the post implementation review has identified a problem with the change
Correct Answer: A
Question No.115
Which of the following should be documented in an incident model?
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Details of the service level agreement (SLA) pertaining to the incident
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Chronological order of steps to resolve the incident
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1 only
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2 only
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Both of the above
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Neither of the above
Correct Answer: B
Question No.116
In which document would you expect to see an overview of actual service achievements against targets?
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Operational level agreement (OLA)
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Capacity plan
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Service level agreement (SLA)
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SLA monitoring chart (SLAM)
Correct Answer: D
Question No.117
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
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Data
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Information
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Knowledge
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Governance
Correct Answer: C
Question No.118
Which statement about the emergency change advisory board (ECAB) is CORRECT?
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The ECAB considers every high priority request for change
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Amongst the duties of the ECAB is the review of completed emergency changes
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The ECAB will be used for emergency changes where there may not be time to call a full CAB
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The ECAB will be chaired by the IT director
Correct Answer: C
Question No.119
Which one of the following is NOT a valid purpose or objective of problem management?
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To prevent problems and resultant incidents
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To manage problems throughout their lifecycle
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To restore service to a user
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To eliminate recurring incidents
Correct Answer: C
Question No.120
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
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The change authorization board
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The change advisory board
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The change implementer
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The change manager
Correct Answer: B
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